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Personalised care
Caja Madrid believes ideal customer care means knowing customers’ specific needs, and addressing them with personalised offers in line with their commercial profile. Consequently, it has developed commercial portfolios to address customers’ potential expectations and offer them individualised attention. Personal and Business Banking clients are also assigned their own named adviser. This has been possible thanks to significant investment in technology, staff training and the active engagement of commercial managers.
Caja Madrid had 760,000 foreign nationals on its client roster at end 2007, and has redoubled efforts to devise solutions for these customers’ general and specific needs, confirming our status as a provider of reference for this population segment. This was the motive behind the Incorporación de Personas (Bringing in people) project, which aims to personalise the care given to our foreign customers by having them deal with professionals of their own language and cultural background. At present, the Caja Madrid workforce includes people of 31 different nationalities.